• Manage cash transactions through Teller counters at the new branch model.

• Strive towards managing customer expectation for each interaction.

• Minimize customer attrition and reduce liability & service application rejections.

• Customer acquisition through sales to walk-ins

• Take ownership of customer complaints and take them to resolution.

• Introduce & educate customers on the use of Bank alternative Channels & new digital technologies.

• UBO will be responsible for the achievement of KPI’s on personal Banking Products as well as cross selling other segment Products.

• Ensure compliance to policies and processes targeting “Zero” operational losses.

• Improve on service levels at the branch and take ownership of customer complaint for resolution.

• The UBO will have to handle customer with different demographics, without any bias on nationality, income or race.

• UBO is expected to work amicably with all support units and CCU and DBC to deliver a fulfilling experience without Channel disparity.

• The UBO is required to maintain good working relationships with clients to ensure in-depth understanding of the client’s business to achieve PB, & MG objectives.

Problem Solving

• The UBO will have to deal with unstructured and complex customer problems related to the Bank (not restricted to the Branch).

• UBO has to deal with all financial transactions problems whether cash shortage or excess or possibility of frauds.

• Taking ownership of customer problems and handling it till final resolution through coordinating with other partners.

• UBO has to log every customer complaint, inquiries and forward to Right Unit.

Decision Making Authority & Responsibility

• The UBO will be empowered to take decision on financial and non-financial issues of the customer (i.e. financial empowerment for waivers of charges on customer account).

• UBO will be empowered to put recommendations for changes in processes which may lead to reduction in cycle time, cost reduction and customer satisfaction.